Understanding SLA Policies

Modified on: Mon, 4 May, 2020 at 7:53 PM

We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible. To read about this feature on Freshdesk Mint, refer to this article instead

This feature is currently not available on Freshdesk Mint.

This feature is not available on the old Freshdesk.

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Note: We're rolling out the revamped SLAs in batches to all Freshdesk accounts

An SLA policy (service level agreement)lets you set standards of performance for your support team. They're like a target, or a deadline, within which your team is expected to respond and resolve tickets.

You can set targets for

- the very first response that you send to the customer

- every response that's sent after the first response (Available from Estate)

- the ticket resolution

You can either have a single SLA policy for all tickets or have different SLA policies for different types of tickets. As an example, you can have a shorter SLA target for tickets from Social media or VIP customers.